Eso - 2nd Line Support Engineer

• As a 2nd Level Support Network Engineer in our Business Service Operations (BSO) team,you'll be part of Vodafone Business Technology, supporting sophisticated voice and data solutions for our corporate and government clients.
• You'll take ownership of complex incidents across LAN, WAN, Wi-Fi, and Unified Comms environments, working directly with customers to troubleshoot and resolve technical issues.
• You'll act as a key escalation point for Level 1 engineers, lead technical bridge calls during major incidents, and manage network changes and service requests within defined SLAs.
• Your role will involve configuring and maintaining enterprise-grade equipment, interpreting network trends, and driving continuous service improvement.
• You'll collaborate across teams-Network Operations, Technical Design, 3rd Line Engineering, and external partners-to ensure seamless fault resolution and service delivery.
• You'll also mentor junior engineers, contribute to documentation and automation initiatives, and play a pivotal role in launching new services and supporting early life operations.

• A minimum of 5 years' experience supporting complex telecom and CPE-based solutions
• Cisco Certified Network Professional (CCNP) and Aruba certifications (ACMA, ACSA, ACCA)
• Strong hands-on experience with Cisco, Aruba, Fortinet, and PaloAlto technologies
• Deep understanding of TCP/IP, routing protocols (OSPF, BGP, EIGRP), VLANs, NAT, VPNs, MPLS, STP, and firewalls
• Experience with network monitoring tools like SolarWinds, PRTG, or Zabbix
• Familiarity with ITIL processes and ticketing systems such as ServiceNow or Jira
• Exposure to automation tools (Ansible, Python) and cloud networking (AWS, Azure, GCP)
• Excellent communication and customer service skills
• Ability to lead technical calls and manage incidents under pressure
• Strong documentation habits and a process-driven mindset
• A degree in IT, Telecommunications, or Engineering is desirable
• Knowledge of Vodafone Business Corporate product portfolio and ITIL v4 Foundation is a plus

• Competitive Salary
• Flexible working (times and location) is part of our culture where your hours can facilitate your personal work-life balance
• Generous Employer Pension contribution
• Free Phone Bill - When you join the team, your phone bill is on us! You will also receive mobile phone purchasing discounts
• Learning and Development - We provide extensive training to all of our employees so they can progress in their careers! There is also the Vodafone University where our employees can gain incredible skills!
• Exclusive Family and Friends Discounts - Receive additional discounts for you, your Family and Friends on Vodafone Products!
• 23 days annual leave and 3 charity days off - PLUS a dedicated day off for your birthday
• Access to our Wellness centre including free access to our Gym, health and wellness centre and external practitioners
• We are passionate about our employees! Here at Vodafone we want you to bring your whole self to work and we enable this with our progressive workplace policies.
• We are proud supporters of the LGBTQ+ community and Vodafone is committed to support all of their employees at work.
• We are an equal opportunities employers where our people can be at their best.
• When you combine Technology and the human spirit, anything is possible. And when you join Vodafone, we'll help you shape a rewarding career that gives back in more ways than one.
• It starts here. It starts with you.

Vodafone